Reception Customer Service Essentials Course
$278 AUD ex GST per person (Discounts Available) teaching customer service skills for in-person/face-to-face, phone and email interactions.
Essential Reception Skills – Fast, Focused & Proven
If your team interacts with customers face-to-face, over the phone or via email at reception, admin, or front desk roles, this course is your shortcut to immediate service excellence.
The Reception Customer Service Essentials course is a fast-paced, high-impact 3-hour live session that equips staff with the proven behaviours and techniques that drive positive, confident, and professional customer interactions.
Whether you’re training new employees or giving existing staff a much-needed refresh, this course delivers the practical skills your people need to:
- Handle enquiries with empathy and confidence
- Build trust and rapport from the very first contact
- Manage even the trickiest customers with professionalism and ease
- Communicate clearly and effectively across phone, email and in-person interactions
This isn’t fluffy, generic training. Backed by over 30 years of coaching, assessments and real-world customer interaction data – and endorsed by the Australian Customer Experience Professionals Association (ACXPA) – this course cuts through outdated clichés and teaches what actually works.
Your team will learn how to master the key moments in any customer interaction: how to start strong, uncover needs, personalise responses, and finish on a high. They’ll also walk away with a simple, powerful framework to handle difficult customer scenarios with confidence.
Best of all, the course is:
- Short enough to minimise disruption (just one 3-hour live online session)
- Designed specifically for virtual delivery with interactive, engaging techniques
- Delivered by Simon Blair, one of Australia’s top-rated customer service trainers
If you’re ready to give your reception, admin or front-desk team the tools to deliver consistently excellent service – this is the course that makes it happen.
Reception Customer Service Essentials course Fast Facts
Reception Customer Service Training That Actually Works
The Reception Customer Service Essentials course is a fast-tracked, high-impact training session designed to equip receptionists, front desk staff, and administrators with the core customer service skills they need to create positive first impressions, handle enquiries confidently, and deliver great experiences—whether in person, over the phone, or via email.
This 1 x 3-hour live session ensures minimal business disruption while delivering practical, immediately applicable techniques to enhance professionalism, communication, and service interactions.
Purpose-built for engaging online delivery
Forget boring webinars – this course is the real deal. The Reception Customer Service Essentials course has been expertly crafted for virtual learning, using proven, interactive techniques that keep participants engaged and deliver real results.
This is not passive training. Your staff will learn through live demonstrations, group activities, and hands-on practice that brings customer service theory to life – even through a screen.
The course is led by Simon Blair, one of Australia’s most in-demand customer service trainers. His dynamic, down-to-earth style ensures everyone stays energised, focused, and walks away with new skills they’ll actually use.
Why it works:
- Only 3 hours: Short enough to hold attention, long enough to create change
- Zero tech stress: Delivered via Zoom and accessible straight from your browser
- Immediate impact: Staff return to work with new tools and techniques, ready to go
We get it – online training can feel like a gamble.
But our participants consistently rate this course as just as engaging and impactful as in-person training – and often more convenient.
👉 Still unsure? Check out what our past participants had to say >
Course Suitability
The Reception Customer Service Essentials course is designed for employees in any industry who interact with customers, whether face-to-face, over the phone, or via email.
The customer service techniques taught in this course apply across all sectors, ensuring employees can handle interactions professionally, confidently, and efficiently.
This course is ideal for:
New employees who need to develop strong customer service skills from the start.
Existing team members who need a refresh or confidence boost.
Staff who’ve never had formal customer service training.
Typical roles that will benefit from this course include:
Medical Receptionists: Doctor’s clinics, imaging centres, hospitals, and allied health practices.
Veterinary & Dental Receptionists: Handling both customers and patients.
Healthcare Admin Staff: Physiotherapists, chiropractors, myotherapists, dietitians, etc.
Office & Admin Professionals: Managing front desk enquiries or visitor traffic.
Personal Assistants & Executive Support: Front-line representatives of senior leaders.
Warehouse & Logistics Staff: Handling customer walk-ins and service interactions.
Whether you’re onboarding new hires or upskilling experienced employees, this course gives your team the confidence, structure and communication skills to deliver exceptional customer service in any reception or front desk role.
Course Modules:
In a single, high-impact 3-hour virtual session, the Reception Customer Service Essentials course teaches your staff the critical customer service and communication skills needed to create outstanding customer experiences and efficient outcomes.
With a focus on body language, empathy, action, and energy, participants learn how to bring confidence, professionalism, and consistency to every customer interaction – face-to-face, over the phone, or via email.
The training is hands-on, fast-paced, and full of practical demonstrations, covering seven essential modules designed to elevate service performance across all reception and front-desk roles.
1. Service Psychology and Standards
A short exploration of what customers want and need when they contact you, based on decades of research.
Includes an introduction to the five core competencies of the Australian Customer Experience Professionals Association’s Phone Customer Service Quality Standards and how they enable an enhanced reception experience for customers.
2. How to Engage
Your employees will learn how to create a strong first impression and an improved customer focus through strong ownership, intent and the management of customer expectations to build trust and confidence.
3. Body Language & Voice Projection
Participants will explore and practice the use of good posture, breathing, vocal delivery, and body language to enable strong face-to-face and phone communication that builds confidence in customers and enhances their impact.
4. How to Discover & Educate
We’ll teach your employees and practice the three critical discovery techniques (as used by the FBI) to converse, mirror and confirm customer needs more effectively.
They will learn how to proactively educate and inform customers with relevant information in a manner that makes it easy for them to get what they want from you.
5. How to Close
Employees will learn how to better control and transform the end of any type of customer interaction to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell.
The 3 closing techniques will be extensively practiced in rapid-fire simulations of the end of various reception interactions to build greater confidence and expertise in how to finish any customer conversation.
6. Handling Difficult Customers
Participants will learn and practice a powerful two-step method for dealing with more challenging customer types and situations and learn how to use the most appropriate language, empathy techniques, and actions to enhance reception experiences.
7. Email & Chat Essentials
Critical tips and techniques to transform your emails and online chat communication when responding to customer enquiries to better engage the reader and deliver information in a clear & concise manner.
Compare Reception Customer Service Course Options
You're currently viewing the Reception Customer Service Essentials course – a great starting point.
If you're looking to build on those skills with more polish, practice, and confidence in handling different customer situations, our Foundations and PRO courses offer more depth. Here's a quick comparison to help you choose the best option for your team.
Want to Dive Deeper into a Specific Skill Area?
While the Reception Customer Service courses offer a well-rounded foundation, you might also want to explore more intensive training for a single channel or challenge.
These targeted courses focus exclusively on face-to-face service, phone interactions, or managing difficult customers—perfect for deeper development or follow-up training.
Frontline Customer Service Training
Focused exclusively on face-to-face customer service for retail, hospitality, events, and other in-person roles.
Learn More >Phone Customer Service Training
For staff who primarily work on the phone, this course hones call handling, empathy, and clarity techniques.
Learn More >Managing Difficult Customers
Specialised training focused solely on handling challenging customers with confidence and professionalism.
Learn More >About Your Trainer, Simon Blair
The success of any training course comes down to one thing: the quality of the trainer. That’s why the Reception Customer Service Essentials course is led by Simon Blair – one of Australia’s most respected customer service trainers and a board member of the Australian Customer Experience Professionals Association (ACXPA).
With over 30 years of hands-on experience training, assessing and coaching thousands of frontline staff, Simon brings a unique mix of energy, humour, and proven technique to every session. He doesn’t just teach theory – he shows your team exactly how to deliver great customer service, step by step, in a way that’s fun, fast-paced and easy to apply.
Simon is a father of 4 and lives in the Eastern Suburbs of Melbourne. His twin girls keep him busy running around following their footy careers (one is an AFLW footballer with Collingwood) and he has a great love of music.
He does land the odd corporate or private gig around town as an acoustic guitarist and singer belting out rock and pop classics.
He has great adventures with his partner Ines, loves the North Melbourne Kangaroos footy team and every now and then escapes into other worlds when playing Dungeon & Dragons with his mates. He likes to call himself a ‘cool nerd’.
Trusted by Leading Businesses – Large and Small!
Our training is backed by real results from employees across a wide range of industries. We’ve helped teams in healthcare, corporate offices, retail, logistics, and more enhance their customer service skills and deliver exceptional experiences.
- Hundreds of five-star reviews from satisfied participants
- Trusted by top businesses and organisations across Australia
- Proven impact – employees leave feeling more confident, capable, and empowered
The Training Really Works!
I wanted to develop my customer service skills over the phone professionally, and it was a great opportunity to gain valuable structure and practical tips from Simon, who has more than 30 years of real industry experience.
I was particularly impressed by how the training course was tailored to meet my specific needs, which was extremely helpful.
After applying the skills and structure taught in the course, I’ve noticed that I sound more professional, and customers seem happier and more satisfied.
Enhance Your Customer Service with CX Skills
The CX Skills – Phone Customer Service Foundation training facilitated by Simon was engaging and highly relevant, using real scenarios from our workplace to reinforce key concepts. Simon provided practical strategies to improve communication and handle customer interactions more effectively.
It’s been a valuable experience that has already changed our mindset on the way we approach customer service.
Highly recommended!
Tailor-made Training!
I really enjoyed the energy Simon brought to the class. At the start he gave us the opportunity to express what we felt we needed refining in our service skills then proceeded to tailor our sessions to meet those needs.
It was engaging and eye-opening experience and there were a lot of “ah huh” moments for me.
Simon created a very comfortable learning space to be able to open up, express my experiences and guide me through situations without fear of judgement that I handled it wrong.
I enjoyed practicing the techniques we were taught and the challenges he set for us.
A great overall experience!
Great Customer Experience Training
A great short course with easy to understand examples and real-world scenarios. Simon was an enthusiastic and helpful trainer.
Customer Service at its Best!
Loved the real life situations, role plays, easy to understand and great examples to use in a real life situations.
This will also help with home life situations which I loved!
Absolutely Recommended!
Honestly it does not matter which industry you are working within, this live training for Customer Service Phone Essentials is exceptional. Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.
I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.
Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, let Simon Blair help you with this.
Book your staff into this amazing course.
Engaging and informative training sessions
We engaged Simon and the CX Skills team to conduct a customised training session for our consumer-facing head office staff members. It was a fantastic two days of entertaining and informative training sessions. The team had lots of fun while upskilling in the area. Highly recommended!
Awesome training!
Learning how to properly introduce myself and leave a good impression is something that will help me on the Service Desk everyday.
Fun, engaging and very informative!
The psychology behind the way we speak to customers was my highlight! And I gained a lot of insight into how I can coach others through this.
Fantastic - Highly Recommend!
I had the pleasure of attending a customer service training session today with Simon Blair, and it was fantastic! The trainer was incredibly knowledgeable, engaging, and made the session both informative and enjoyable.
Their real-world examples and interactive approach really brought the concepts to life. I left feeling more confident and equipped to deliver excellent customer service. Highly recommend!
Some of the Organisations We’ve Trained
We’re proud to have worked with a diverse range of organisations across multiple industries, sizes, and sectors. 👉 See the full list of our customers here >
Public, Private, Online or Onsite – Choose the Training Option That Works Best For You!
The Reception Customer Service Essentials course is available in both public and private formats, with flexible delivery options to suit your needs – live online or onsite at your workplace.
Public courses are great for individuals or small teams looking to join a scheduled session, while private training is perfect for organisations wanting a more tailored experience for their team.
Not sure which is right for you? Compare your options below:
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your team only |
| Learning Environment | Hear different perspectives and insights from others in various industries. | Training is customised to your organisation’s specific challenges and goals. |
| Dates & Times | Fixed schedule making it easy to plan ahead | Fully flexible to suit your needs |
| Content | Standardised curriculum covering core skills | Customised to your business needs |
| Delivery Method | Live online | Live online or onsite |
| Cost | $278 per person ex GST | More Cost-effective for larger groups |
| Best For | Businesses needing a hassle-free, ready-made training solution with fixed dates | Companies wanting a customised training program tailored to their team’s needs |
| Minimum Numbers | No minimum - book a single employee or the whole team! | Minimum of 4 participants |
| View Upcoming Public Courses > | Learn More About Private Training > |
Pricing and Payment Options
The Reception Customer Service Essentials course is just $278 per person (ex GST) for a high-impact, 3-hour live session with Australia’s top Customer Service trainer, Simon Blair.
Select your preferred course date below and choose the payment option that suits you:
- Pay instantly with a credit card
- Request an invoice at checkout
Invest in your team’s success with practical skills they can use immediately – without disrupting the workday.
Available discounts:
-
- Save 15% when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
- ACXPA Members save 25% on all CX Skills courses, plus membership includes 15 self-paced training courses. Learn More >
- Volume discounts available for training larger teams or entire clinics. Contact us for custom pricing.
Secure a Spot in an Upcoming Reception Customer Service Essentials Course
All publicly available Reception Customer Service Essentials course dates are listed below.
Simply click your preferred date to view details and book.
You can pay instantly by credit card or request an invoice at checkout.
Training larger teams? If you’re booking for more than four people or need a different date,
get in touch about a private session tailored to your needs.
New public course dates are published on a regular basis!
May 2025 Reception Customer Service Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe May 2025 Reception Customer Service Essentials course teaches premium customer service skills for in-person, phone and email - suitable for all front desk/reception roles.
July 2025 Reception Customer Service Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe July 2025 Reception Customer Service Essentials course teaches premium customer service skills for in-person, phone and email - suitable for all front desk/reception roles.
💡 Save 25% Instantly on This Course – and Every CX Skills Course!
Want to get an instant 25% discount on this course and all future training?
As a member of the Australian Customer Experience Professionals Association (ACXPA), you’ll unlock exclusive discounts, expert resources, and professional development opportunities to enhance customer interactions and service quality.
📢 Annual Memberships start from just $35 per employee – making it a smart investment whether you're upskilling yourself or training your team.
🚀 Learn More & Save 25% Before You Enrol >